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  • 1.  Email Notifications Trigger irrespective of Ticket open time

    Posted Mar 25, 2017 10:24 PM

    Hi,

    We are using CASD 12.7, We have received a Requirement from customer as "When a  user raises a Ticket there is a field  called Work shift start time that will be filled" and  Email Notifications to different  Mail IDs need to be triggered based on the work shift timings Entered irrespective of the Ticket Open Time.

    From Mail Knowledge Email Can be triggered  through Events that will work from a specific time from the ticket Open Time.

     

    Can anyone provide some Suggestion if this requirement is achievable. 

     

     

    Regards,

    Gaspar.



  • 2.  Re: Email Notifications Trigger irrespective of Ticket open time
    Best Answer

    Posted Mar 26, 2017 09:18 PM

    Hi Gaspar,

     

    this requirement will be easier to meet if Workshifts are configured, and each contact's workshifts are configured into their Notification settings when the contact is created, rather than being captured at the time a ticket is raised.  Is that not an option for your client?

     

    Regards,

    James



  • 3.  Re: Email Notifications Trigger irrespective of Ticket open time

    Posted Mar 27, 2017 12:17 AM

    Hi,

     

    Thanks for your input

     

    In our environment a contact doesn't have a fixed workshift as people here work on rotational manner. So this condition is invalid for our client

     

    Regards,

     

    Gaspar.



  • 4.  Re: Email Notifications Trigger irrespective of Ticket open time

    Broadcom Employee
    Posted Oct 27, 2017 05:26 PM

    Hello Gaspar,

     

    Is this still needing to be addressed?

     

    Thx

    _R